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‘Killer Be’s of Customer Service’

  • Published
  • By Maj. Russell Callaway
  • 375th Force Support Squadron commander
SCOTT AIR FORCE BASE, Ill. --  After 15 years in the Air Force as a personnel officer, I somewhat consider myself an expert in providing quality customer service. As the Commander of the 375th Force Support Squadron, I get to lead a proud team whose primary mission is providing agile combat support to all of Team Scott. I would like to pass on the top tactics that I have learned over my 15 years that are integral in providing good customer service. I call these the six "Killer Be's of Customer Service."

Be positive: You never get a second chance to make a good first impression. Make sure that you greet customers with a smile and a friendly attitude. Also, be proud of you work area and make sure that it is clean and tidy. If you appear messy, most customers will think you will provide that same level of service.

Be responsive: Respond to customers as soon as possible. There is nothing worse than having a seat in a crowded room and waiting to be served for what seems hours. Just briefing your customers intermittently on why they are waiting and providing updates often eases the tension of long lines.

Be a good listener: Listen to your clients and care. It is very difficult to gain your customers trust when you appear indifferent and don't listen to their concerns. Make sure that you make good eye contact and are sympathetic to their needs.

Be honest: Keep your promises. If you say that you are going to do something, do it. However, you will also need to follow up to ensure that the service provided, such as an update in a system, actually consummates in the system.

Be humble: Admit and fix your mistakes. Everyone makes mistakes. Customers are often very forgiving if you just admit your mistake and let them know that you will correct it right away.

Be empathetic: Put yourself in their shoes. Try to have some empathy when you are dealing with a customer that has a problem. It may not seem like a big deal to you, but this issue may have caused a very serious hardship in the customer's life.

I hope these "Killer Be's of Customer Service" will aid you in your daily interaction with customers. The men and women of the 375th Force Support Squadron look forward to providing Team Scott with outstanding customer service.

"Without Support ... No Force!"